Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today.

Employee Experience 116

Employee Experience Communication CEM e-support 116

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Customers’ needs change.

CEM 164

CEM Management Government Culture 164

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Clarabridge

OCTOBER 18, 2016

Every company’s customer experience team is going to have different goals. Most of them, however, have this one thing in common: they want to keep their customers around as long as possible. Can your customer experience management program possibly retain customers for life? Empower your managers.

CEM 65

CEM Leadership Customer Centricity Employee Experience 65

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167